You've got Circle set up, and you've assigned your devices to profiles. Your devices are being used but you're not seeing the correct Usage or History for them?
How Does Circle track Usage/History?
Requirements for tracking your device's time online:
At-home devices on your network:
- Create a parent account and some profiles.
- Set up your Circle device on your main network.
- Find and assign your devices to your profiles.
- When your devices are on the main network Circle will track their time online.
Mobile devices using data or on other networks:
- Create a parent account and some profiles.
- Add some mobile devices (only for Android, Chromebook, and iOS) with the kid app version.
- Assign your devices to your profiles.
- When your devices are connected using our app Circle will track their time online.
How does the Circle device track time online?
Circle tracks your devices at-home using the Circle device. When you first set up Circle you pair it with your network. This allows it to communicate throughout the network with other devices through your router. It then identifies those devices by their MAC address and their device name that is communicated over the network. Circle then listens to your network for Internet activity and manages that traffic. When you set up profiles and assign devices you are telling Circle what devices to listen to, and how to treat them. If Circle can't hear those devices on your network, because of how they are configured or because they are misidentified in the Circle app, it won't show the Usage/History for them.
- Make sure you've got Circle set up: Setting up Circle Home Plus
- For Android, Chromebook, and iOS devices: Setting up the Circle Parental Controls "Kid app"
- Devices at home: Identifying and Assigning Your Devices
Troubleshooting missing History and Usage issues
Which device is which?
Sometimes missing Usage/History happens because a device isn't assigned to the right profile. You'll want to make sure you've assigned the device correctly.
Check out this article for help identifying devices and make sure you've got those assigned to the correct profile. You can do so by identifying it via name or MAC address.
Seeing a large number of "Unknown Devices" this may indicate an issue with one of your devices and create a problem like missing History or Usage. The "Unknown Devices" may be a device you previously assigned to a profile and need removed or assigned to the correct profile. See here for how to resolve that issue.
Look at the Filter level
Make sure the device is on a profile level of Adult or below. None or Unmanaged devices will not show History/Usage: None Filter Level.
If your family is using devices outside the home or that have data access, make sure to install the Circle app on their device to add them as a mobile device, otherwise you won't see their time online. For Android, Chromebook, and iOS devices: Setting up the Circle Parental Controls "Kid app". You can always try uninstalling/reinstalling the mobile app to see if that resolves the issue.
Check the network settings
Make sure the device(s) having this issue are connected to your home WiFi that Circle paired with and not another network. Keep in mind that Circle can only manage one network and won't track Usage/History of a device that is using data unless it is managed by the Circle VPN, or on another network segment than Circle.
Remove any network settings that would keep the device from being seen by Circle like connecting to a Guest Network or using a VPN. If the device is data-capable turn off data to ensure that the device is not using this for its Internet connection.
Windows computers have a Network Profile setting for both Public and Private networks. This should be set to Private for your home network so that Circle can effectively manage the device.
Click Network & Internet.
Click Ethernet or Wi-Fi, depending on the type of network you’re connected to.
If you’re connected to a wired network, click the name of the network you’re connected to. If you’re connected to a wireless network, click Advanced Options under the list of available wireless networks.
Set the Find Devices and Content switch to On.
If the issue is still not resolved, try rebooting the device with the issue.
Make sure the Circle device is tracking
Are none of your device tracking Usage/History? Check to make sure you have a compatible router. Try plugging Circle in via Ethernet directly to your router, and then reboot Circle (via the Circle app's Menu > Settings> Reboot Circle Home Plus) and the router (by turning it off and on). This will make sure Circle is on, connected to your network, and able to see traffic consistently.
- Try removing and re-adding the device from Circle (tap on the device in your list and then "Remove").
- Try adding a new profile from the Menu and then assign the device to that.